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“shocking service !!!!!”

written by Angela326 on 10/09/2017

At 8am on the 10th August I called your AA emergency home response number as I had a leak that was spreading across my front room celling. I was informed that as I was able to isolate the leak by turning the water off, an engineer would be with me between 12pm and 3pm that day.
At 2-30 I rang as no-one had arrived, I was informed he was on his way, at 3pm I had another phone call to say he was just leaving and would be at my house in 60-90 mins he eventually arrived at my property at 4-50pm I had taken the afternoon off work as I was initially told between 12 and 3pm. !!!! he was at my property for 10 mins and said he would have to order a part and that if we had sent photo it would have saved him coming !!!!!!!.
On 12th August I rang at 8am for an update I was informed that part was there and an engineer was going to pick it up, I phoned again at 11am and was told he hadn’t collected it yet, I then received another call at 11-30 informing me that the part was still on order and it will be 2-3day delivery !!!!!!! why was I lied to ?????
I phoned again twice on 14th August for updates to be informed that part was still not in ,
I phoned again on 15th August to be informed that the part may be obsolete and in fact no order had been placed for the part as they were unable to find it!!!!!! again why lie to a customer
I phoned again on 16th August to be advised that they were sending an engineer out with more experience !!!!!! for a 2nd opinion, are sending inexperienced engineers to jobs ?????? he arrived and promptly diagnosed the problem and was able to locate and order the parts I needed within 15 mins of arrival, why was this not done on 10th August??.
By this time I had been without hot water for 6days with 5 adults and a 5 month old baby in the house, 3 of the adults work in construction, I appreciate you booked a room at the premier in for washing facilities but this was a 8 mile round trip every time someone wanted a shower !!!!
I finally thought that the problem was going to get sorted when I received a phone call informing me that I wasn’t actually covered, despite checking when I made the initial call on the 10th August, WHY WAS I THEN TOLD AFTER 6 DAYS I WAS NOT COVERED !!!!!!!!!!!!!!!.
I then had to source a plumber who again was able to source the parts immediately and repaired it the following morning costing me £160.